Audi North Scottsdale

We had attempted to resolve this issue back in July when the car was in our shopAt that time the technician found a catastrophic engine failure caused by a coolant flange releasing from the heater core to the rear of engineWe found the coolant flange to be defective and not an original Audi component With massive loss of coolant the engine overheated and caused the engine to shut downAs a side note the hose that failed was on the opposite side of the firewall to where the work we performed had been doneThere is no way the technician could have damaged the hose when he performed the repairs to the battery cables(I have videos available to show the repairs) The car was driven miles before it had the catastrophic failureThe hose that failed had nothing to do with the repairs we performed to her car We provided Ms [redacted] with an initial estimate to repair the damage done to the engine which was a result of the massive loss of coolant and engine overheatingThe estimate included replacing the cylinder head but we advised that it could be the engine block as wellWe explained to her that until you get inside the engine you really can’t tell the extent of what the required repair would be and so this was an estimate onlyThe original estimate provided was for $5,which included parts, laborAs a goodwill gesture, at that time, we did offer a revised estimate of $2,(cost of parts and labor) if she would like to proceedAgain; this was an estimate until you actually got inside the engine to see how much damage was done due to the loss of coolant and overheating In the past months [redacted] has requested free repairs to the engine on her car and a warranty at no expense to herSince that time we have no idea where the car has been or what has been done to her carThis situation is quite concerning as it has created a hostile relationship between Ms [redacted] and our dealership to the extent that she is now demanding that we install/pay for a new engine and a provide a warranty for the price of $2, As a onetime goodwill gesture on our part we are offering Ms [redacted] $2,to resolve this issue with our facility She can then take her vehicle to the repair facility of her choice and get the repairs done Please let me know if this offer is acceptable to Ms [redacted] [redacted] General ManagerAudi North Scottsdale

We had attempted to resolve this issue back in July when the car was in our shop. At that time the technician found a catastrophic engine failure caused by a coolant flange releasing from the heater core to the rear of engine. We found the coolant flange to be defective and not an original Audi component.  With massive loss of coolant the engine overheated and caused the engine to shut down. As a side note the hose that failed was on the opposite side of the firewall to where the work we performed had been done. There is no way the technician could have damaged the hose when he performed the repairs to the battery cables. (I have videos available to show the repairs) The car was driven 20 miles before it had the catastrophic failure. The hose that failed had nothing to do with the repairs we performed to her car.  We provided Ms. [redacted] with an initial estimate to repair the damage done to the engine which was a result of the massive loss of coolant and engine overheating. The estimate included replacing the cylinder head but we advised that it could be the engine block as well. We explained to her that until you get inside the engine you really can’t tell the extent of what the required repair would be and so this was an estimate only. The original estimate provided was for $5,800 which included parts, labor. As a goodwill gesture, at that time, we did offer a revised estimate of $2,800 (cost of parts and labor) if she would like to proceed. Again; this was an estimate until you actually got inside the engine to see how much damage was done due to the loss of coolant and overheating.  In the past 6 months [redacted] has requested free repairs to the engine on her car and a warranty at no expense to her. Since that time we have no idea where the car has been or what has been done to her car. This situation is quite concerning  as it has created a hostile relationship between Ms. [redacted] and our dealership to the extent that she is now demanding that we install/pay for a new engine and a provide a warranty for the price of $2,800.   As a onetime goodwill gesture on our part we are offering Ms. [redacted] $2,800 to resolve this issue with our facility.  She can then take her vehicle to the repair facility of her choice and get the repairs done.   Please let me know if this offer is acceptable to Ms. [redacted].  [redacted]General ManagerAudi North Scottsdale

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.AUDI IS DENYING REPLY TO MY INITIAL COMPLAINT WHICH THEY INDICATED TO REPAIR MY CAR AT THE COST OF $2800. My father [redacted] called to make payment and was denied. Please connect with AUD because if I have to contact Carrie at News 12 again, this will go viral as to the Revdex.com not providing a LINK I can access that shows response and putting a mother with kids in an unsafe car and falsifying information for [redacted]. My contact information is as follows [redacted] ###-###-####. I have already contacted [redacted]s the GM of AUDI after never receiving a return call from AVP Dave Wallace with [redacted]motive. I have notified via email [redacted]s that I am in touch with the Revdex.com again as of today when my father [redacted] was told that AUDI was not accepting payment and had no mention of this resolve that was sited by Jeff Wylin Serbvice Manager. Why am I having to FILE yet another complaint instead of being able to access my initial with the Incident Number????New Engine with car that is warranted, no additional issues.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.AUDI IS DENYING REPLY TO MY INITIAL COMPLAINT WHICH THEY INDICATED TO REPAIR MY CAR AT THE COST OF $2800. My father [redacted] called to make payment and was denied. Please connect with AUD because if I have to contact Carrie at News 12 again, this will go viral as to the Revdex.com not providing a LINK I can access that shows response and putting a mother with kids in an unsafe car and falsifying information for [redacted]. My contact information is as follows [redacted] ###-###-####. I have already contacted [redacted]s the GM of AUDI after never receiving a return call from AVP Dave Wallace with [redacted]motive. I have notified via email [redacted]s that I am in touch with the Revdex.com again as of today when my father [redacted] was told that AUDI was not accepting payment and had no mention of this resolve that was sited by Jeff Wylin Serbvice Manager. Why am I having to FILE yet another complaint instead of being able to access my initial with the Incident Number????New Engine with car that is warranted, no additional issues.Regards,[redacted]

Good morning [redacted] Thank you for taking the time to

meet with [redacted] at your work place. Normally we ask that you bring your vehicle back to our store where we inspect it and are able to make repairs if there were items we missed during our inspection.
As promised,...

attached is the receipt you provided me

with the items we (Audi North Scottsdale) agreed to cover. As we discussed, the

“mechanical” repairs that were done by an outside shop are what we are covering. The rest are

“preventative” repairs. What we are covering at this time are items that we

would not usually have replaced on a safety inspection. If we would have done these

repairs ahead of time, the truck would have cost $2,100 more when it was sold.

The condition we sold the vehicle to you in was road worthy, and safe. As indicated in the paper work it was also sold "as is". However

we understand your position, which is why we are extending you this "good will" offer. In

the end, your happiness and experience of buying a vehicle with us is what we

are ultimately looking to enhance for you. We want you to be a fan of the Audi North Scottsdale family.If you are still in agreement,

please confirm with a reply, and I will get a check cut for you. Thank you again for the

opportunity to make this right for you. Kind regards,[redacted]

Thank you for sending the concern from [redacted] to my attention. This is in reference to complaint ID# [redacted] for reference purposes.  The concerns involve [redacted] car which is a 2003 Audi A4 sedan which she purchased used from another source. Attached...

you will find videos describing the repair that we did to [redacted] car along with a chronological list of visits and repairs completed. Additionally you will find a video showing the failed component along with the reason that caused the catastrophic failure that lead to the engine overheating. · 12/18/13 – First visit – mileage 119,933 [redacted] brought car in with a complaint “Check engine light is on”. The customer was put into a rental car so that a technician could look at the car. Advisor told customer they could do a quick check of the car at no charge to her but that any detailed diagnostic would cost additional money. Car was dispatched to a technician for a quick check and returned to customer stating the light is on but vehicle seems to be running properly. Customer stated they would return to have vehicle checked further. Rental car was furnished and initial diagnostic was performed at no charge to [redacted]. · 5/29/14 – Second visit – Mileage 123,020 [redacted] brought car in with a complaint that the car would not start. Again advisor told customer they would diagnose at no charge and advise of work needed. Technician checked the battery which tested “good” with a rating of 380 A (Din) 12.24V 310 Amp or Good – recharge. Battery was recharged. Technician found the negative battery cable was loose at the battery terminal. Tightened the cable. Also found that the positive cable had been altered and needs replaced. Provided quote of $410.70 for a new cable which was a special order part. Customer declined repairs for new positive battery cable. This repair was again done at no charge to customer. ·  6/02/2014 – Third visit – Mileage 123,119 [redacted] brought car back again with complaint that the car would not start. Rental car was provided so we could bring car in to properly diagnose. Technician tested the battery again and found it to have good readings. Found loose battery cables and altered cables. Again advised the customer of repairs needed. [redacted] approved the estimated cost of repairs to proceed. The positive cable terminal ends had been cut off. The technician replaced both cables for the battery positive. First cable runs from the battery to the starter. The second cable runs from the battery to the junction below the electronic control module box. All parts were installed and verified the starting and repairs. Technician did a two mile road test to insure proper repairs. Customer paid $1,110.42 on credit card for repairs. On June 18th advisor contacted customer to come in and pick up car. Upon delivery [redacted] noticed that the AC was blowing warm and that a light was on in the car indicated there was a bulb out in the car. Technician brought car back in and charged the AC and replaced the bulb at no charge to the customer. [redacted] waited for car to be completed and took delivery of the car. Videos attached indicating the repairs done.  · On the way home the customer contacted our advisor again stating the AC was blowing warm and the coolant light came on. The advisor instructed [redacted] to return to the dealership if it was safe to drive so we could inspect the vehicle. [redacted] stated that she could not return at that time as she had to run an errand or appointment and would return at a later date.· [redacted] called us back about 15 minutes later, and said the car had died. Advisor dispatched a tow truck to pick up car from [redacted] west bound off ramp which is 20.1 miles away from the dealership. Customer was again given a loaner car while car was diagnosed. Technician found a catastrophic failure caused by coolant flange releasing from the heater core to the rear of engine. With massive loss of coolant engine overheated and caused engine to shut down. As a side note the hose that failed was on the opposite side of the firewall. There is no way the technician could have damaged the hose with the repairs done to the battery cables. (See attached video) Initial estimate for repairs were to repair the damage done to the engine as a result of the massive loss of coolant and engine overheating. Estimate included replacing the cylinder head but advised that it could be the engine block as well. Until you get inside the engine you really can’t tell what the required repair would be. [redacted] was very distraught about this matter. She is a single mother with 4 children and this was not something she could afford at this time. As an act of good will by Audi North Scottsdale we were sympathetic to her struggles and we refunded her the cost of repairs for the battery cable. We also offered to apply this toward the cost of the repairs needed. Under no circumstances did I ever mention or text to [redacted] that we nicked a hose when replacing the special order part. We have kept the hose and it is available for inspection. At this point she has been in our facility 4 times. Diagnostics were completed each time, Loaner car was provided. Repairs were made. Parts were installed. All of which at this point were done at no charge to the customer. From June 26th – August 1st customer was given a loaner car to drive while she pondered her choices. · Due to the extent of the repairs [redacted] inquired about getting a different car. A credit application was submitted and an evaluation was done on the trade in. Unfortunately financing was not possible due to customer’s credit history. She was declined by any sources we had available. Our records indicate that numerous attempts were made to contact [redacted] and get additional information that might aide us in getting finance arranged. Notes indicate she would not answer her phone. On August 1st customer elected to have the car picked up and towed to her home. I have copies of all texts, dates of contact, and communication sent to [redacted]. I do not believe that the dealership was negligent in any manner. If anything; our kindness was rewarded with a comment that we were taking advantage of her. With 4 visits into our store, 51 days of a rental car being provided, diagnostic provided, and parts and service completed all at “NO CHARGE” to [redacted] I am at a loss of words on her comments. She has not paid any money to our store for any of the repairs, 51 days of rental cars provided, parts that were provided to her. That was the last I’d heard from the customer until August 28th when she called and stated she was filing this claim. I would continue to work with [redacted] if she would like to proceed with getting her engine repaired. The original estimate was for $5,800 which included parts, labor, and the use of a rental car while the repairs were being made. We reiterated to [redacted] that this was an estimate until you got inside the engine. I would offer to repair the engine at cost on parts and cost on labor for a charge of $2,800 if she would like to proceed. I have attempted to call [redacted] but she will not pick up her phone. I've attempted to text her and she has indicated she will  not come into the dealership and work towards a resolution. I have e-mailed a copy of all repair orders to her. I asked that she come in and sign that she recieved a copy of the repair order but she is unwilling to do so. Copies of repair orders have been available at the dealership for [redacted] indicating no charge to customer.  Let me know if this is something you would like to pursue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.AUDI IS DENYING REPLY TO MY INITIAL COMPLAINT WHICH THEY INDICATED TO REPAIR MY CAR AT THE COST OF $2800. My father [redacted] called to make payment and was denied. Please connect with AUD because if I have to contact Carrie at News 12 again, this will go viral as to the Revdex.com not providing a LINK I can access that shows response and putting a mother with kids in an unsafe car and falsifying information for [redacted]. My contact information is as follows [redacted] ###-###-####. I have already contacted [redacted]s the GM of AUDI after never receiving a return call from AVP Dave Wallace with [redacted]motive. I have notified via email [redacted]s that I am in touch with the Revdex.com again as of today when my father [redacted] was told that AUDI was not accepting payment and had no mention of this resolve that was sited by Jeff Wylin Serbvice Manager. Why am I having to FILE yet another complaint instead of being able to access my initial with the Incident Number????New Engine with car that is warranted, no additional issues.Regards,[redacted]

We had attempted to resolve this issue back in July when the car was in our shop. At that time the technician found a catastrophic engine failure caused by a coolant flange releasing from the heater core to the rear of engine. We found the coolant flange to be defective and not an original Audi component.  With massive loss of coolant the engine overheated and caused the engine to shut down. As a side note the hose that failed was on the opposite side of the firewall to where the work we performed had been done. There is no way the technician could have damaged the hose when he performed the repairs to the battery cables. (I have videos available to show the repairs) The car was driven 20 miles before it had the catastrophic failure. The hose that failed had nothing to do with the repairs we performed to her car.  We provided Ms. [redacted] with an initial estimate to repair the damage done to the engine which was a result of the massive loss of coolant and engine overheating. The estimate included replacing the cylinder head but we advised that it could be the engine block as well. We explained to her that until you get inside the engine you really can’t tell the extent of what the required repair would be and so this was an estimate only. The original estimate provided was for $5,800 which included parts, labor. As a goodwill gesture, at that time, we did offer a revised estimate of $2,800 (cost of parts and labor) if she would like to proceed. Again; this was an estimate until you actually got inside the engine to see how much damage was done due to the loss of coolant and overheating.  In the past 6 months [redacted] has requested free repairs to the engine on her car and a warranty at no expense to her. Since that time we have no idea where the car has been or what has been done to her car. This situation is quite concerning  as it has created a hostile relationship between Ms. [redacted] and our dealership to the extent that she is now demanding that we install/pay for a new engine and a provide a warranty for the price of $2,800.   As a onetime goodwill gesture on our part we are offering Ms. [redacted] $2,800 to resolve this issue with our facility.  She can then take her vehicle to the repair facility of her choice and get the repairs done.   Please let me know if this offer is acceptable to Ms. [redacted].  [redacted]General ManagerAudi North Scottsdale

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I am writing to you because of the FACT AUDI in NORTH Scottsdale has left me without transportation. After having my car in their service department [redacted] in Customer Service and Jeff the auto-mechanic have sent me off the property in a car that has broken down , not once, not twice but, three times straight off of the lot after paying large sums for repairs including the last bill of $1100. I drove literally 5 miles away, circled back when a light was on that had never been on before to be told "Oh..that is just a low coolant light" Wait here for an hour and we will put coolant in/" I did and then drove off to break down deep in traffic on the 101, less than 10 miles away, almost causing an accident. The police officer was upset that I was unable to move my vehicle in rush hour and had to park behind me as the car was completely broken down creating a hazard at the [redacted]. I indicated to the officer I had just left the AUDI dealership and indicated my concern. Audi said that they would need to replace the engine at the cost of $5500. The car Blue Books at $4700. Audi refuses to provide me with the service records and I have no vehicle at this point. I am a single mom of 4 kids on temporary disability,looking for a new job and I have no car. On the first repair AUDI sent me off after indicating all they needed to do was tighten battery cables. I broke down on the way to a job interview causing me to be late and miss out on the opportunity. AUDI did not even test drive cars or this would not have happen. My friends have indicated I need to retain a lawyer as the text message I received from [redacted] the GM clearly states they nicked a hose when replacing a special order part. I have no funds to retain representation. The GM ([redacted]) refuses to provide me with the service records on my vehicle making it impossible to get a second opinion. This dealership and their carelessness is negligent and allowing unsafe practices. To put a single mother and her children in an unsafe car to brake down in the midst of traffic in the middle of summer and then quote her $5500 dollars in repairs is obscene and unjust. The dealership is fully taking advantage of those that are paycheck to paycheck and made it clear that they have no way to assist me in finding a car that is of equivalent value as they deal with "high end" customer. I am lucky that I was not killed nor was anyone else in the situation AUDI put me in. This incident took place on 7/27/2014 and I have patiently awaited a call back from AUDI with no response. Please help me get the value of my car back or an even trade, I was quoted $1100 for a repair that never happened.

Please contact me via email or cell: [redacted] ###-###-#### CELLDesired Settlement: Repair of my vehicle with full warranty in which AUDI has indicated the AUDI now needs a new engine at the tune of $5500 or a trade of equivalent value with extended warranty.

Business

Response:

Thank you for sending the concern from [redacted] to my attention. This is in reference to complaint ID# [redacted] for reference purposes. The concerns involve [redacted] car which is a 2003 Audi A4 sedan which she purchased used from another source. Attached you will find videos describing the repair that we did to [redacted] car along with a chronological list of visits and repairs completed. Additionally you will find a video showing the failed component along with the reason that caused the catastrophic failure that lead to the engine overheating. · 12/18/13 – First visit – mileage 119,933 [redacted] brought car in with a complaint “Check engine light is on”. The customer was put into a rental car so that a technician could look at the car. Advisor told customer they could do a quick check of the car at no charge to her but that any detailed diagnostic would cost additional money. Car was dispatched to a technician for a quick check and returned to customer stating the light is on but vehicle seems to be running properly. Customer stated they would return to have vehicle checked further. Rental car was furnished and initial diagnostic was performed at no charge to [redacted]. · 5/29/14 – Second visit – Mileage 123,020 [redacted] brought car in with a complaint that the car would not start. Again advisor told customer they would diagnose at no charge and advise of work needed. Technician checked the battery which tested “good” with a rating of 380 A (Din) 12.24V 310 Amp or Good – recharge. Battery was recharged. Technician found the negative battery cable was loose at the battery terminal. Tightened the cable. Also found that the positive cable had been altered and needs replaced. Provided quote of $410.70 for a new cable which was a special order part. Customer declined repairs for new positive battery cable. This repair was again done at no charge to customer. · 6/02/2014 – Third visit – Mileage 123,119 [redacted] brought car back again with complaint that the car would not start. Rental car was provided so we could bring car in to properly diagnose. Technician tested the battery again and found it to have good readings. Found loose battery cables and altered cables. Again advised the customer of repairs needed. [redacted] approved the estimated cost of repairs to proceed. The positive cable terminal ends had been cut off. The technician replaced both cables for the battery positive. First cable runs from the battery to the starter. The second cable runs from the battery to the junction below the electronic control module box. All parts were installed and verified the starting and repairs. Technician did a two mile road test to insure proper repairs. Customer paid $1,110.42 on credit card for repairs. On June 18th advisor contacted customer to come in and pick up car. Upon delivery [redacted] noticed that the AC was blowing warm and that a light was on in the car indicated there was a bulb out in the car. Technician brought car back in and charged the AC and replaced the bulb at no charge to the customer. [redacted] waited for car to be completed and took delivery of the car. Videos attached indicating the repairs done. · On the way home the customer contacted our advisor again stating the AC was blowing warm and the coolant light came on. The advisor instructed [redacted] to return to the dealership if it was safe to drive so we could inspect the vehicle. [redacted] stated that she could not return at that time as she had to run an errand or appointment and would return at a later date.· [redacted] called us back about 15 minutes later, and said the car had died. Advisor dispatched a tow truck to pick up car from [redacted] west bound off ramp which is 20.1 miles away from the dealership. Customer was again given a loaner car while car was diagnosed. Technician found a catastrophic failure caused by coolant flange releasing from the heater core to the rear of engine. With massive loss of coolant engine overheated and caused engine to shut down. As a side note the hose that failed was on the opposite side of the firewall. There is no way the technician could have damaged the hose with the repairs done to the battery cables. (See attached video) Initial estimate for repairs were to repair the damage done to the engine as a result of the massive loss of coolant and engine overheating. Estimate included replacing the cylinder head but advised that it could be the engine block as well. Until you get inside the engine you really can’t tell what the required repair would be. [redacted] was very distraught about this matter. She is a single mother with 4 children and this was not something she could afford at this time. As an act of good will by Audi North Scottsdale we were sympathetic to her struggles and we refunded her the cost of repairs for the battery cable. We also offered to apply this toward the cost of the repairs needed. Under no circumstances did I ever mention or text to [redacted] that we nicked a hose when replacing the special order part. We have kept the hose and it is available for inspection. At this point she has been in our facility 4 times. Diagnostics were completed each time, Loaner car was provided. Repairs were made. Parts were installed. All of which at this point were done at no charge to the customer. From June 26th – August 1st customer was given a loaner car to drive while she pondered her choices. · Due to the extent of the repairs [redacted] inquired about getting a different car. A credit application was submitted and an evaluation was done on the trade in. Unfortunately financing was not possible due to customer’s credit history. She was declined by any sources we had available. Our records indicate that numerous attempts were made to contact [redacted] and get additional information that might aide us in getting finance arranged. Notes indicate she would not answer her phone. On August 1st customer elected to have the car picked up and towed to her home. I have copies of all texts, dates of contact, and communication sent to [redacted]. I do not believe that the dealership was negligent in any manner. If anything; our kindness was rewarded with a comment that we were taking advantage of her. With 4 visits into our store, 51 days of a rental car being provided, diagnostic provided, and parts and service completed all at “NO CHARGE” to [redacted] I am at a loss of words on her comments. She has not paid any money to our store for any of the repairs, 51 days of rental cars provided, parts that were provided to her. That was the last I’d heard from the customer until August 28th when she called and stated she was filing this claim. I would continue to work with [redacted] if she would like to proceed with getting her engine repaired. The original estimate was for $5,800 which included parts, labor, and the use of a rental car while the repairs were being made. We reiterated to [redacted] that this was an estimate until you got inside the engine. I would offer to repair the engine at cost on parts and cost on labor for a charge of $2,800 if she would like to proceed. I have attempted to call [redacted] but she will not pick up her phone. I've attempted to text her and she has indicated she will not come into the dealership and work towards a resolution. I have e-mailed a copy of all repair orders to her. I asked that she come in and sign that she recieved a copy of the repair order but she is unwilling to do so. Copies of repair orders have been available at the dealership for [redacted] indicating no charge to customer. Let me know if this is something you would like to pursue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.AUDI IS DENYING REPLY TO MY INITIAL COMPLAINT WHICH THEY INDICATED TO REPAIR MY CAR AT THE COST OF $2800. My father [redacted] called to make payment and was denied. Please connect with AUD because if I have to contact Carrie at News 12 again, this will go viral as to the Revdex.com not providing a LINK I can access that shows response and putting a mother with kids in an unsafe car and falsifying information for [redacted]. My contact information is as follows [redacted] ###-###-####. I have already contacted [redacted]s the GM of AUDI after never receiving a return call from AVP Dave Wallace with [redacted]motive. I have notified via email [redacted]s that I am in touch with the Revdex.com again as of today when my father [redacted] was told that AUDI was not accepting payment and had no mention of this resolve that was sited by Jeff Wylin Serbvice Manager. Why am I having to FILE yet another complaint instead of being able to access my initial with the Incident Number????New Engine with car that is warranted, no additional issues.Regards,[redacted]

Business

Response:

We had attempted to resolve this issue back in July when the car was in our shop. At that time the technician found a catastrophic engine failure caused by a coolant flange releasing from the heater core to the rear of engine. We found the coolant flange to be defective and not an original Audi component. With massive loss of coolant the engine overheated and caused the engine to shut down. As a side note the hose that failed was on the opposite side of the firewall to where the work we performed had been done. There is no way the technician could have damaged the hose when he performed the repairs to the battery cables. (I have videos available to show the repairs) The car was driven 20 miles before it had the catastrophic failure. The hose that failed had nothing to do with the repairs we performed to her car. We provided Ms. [redacted] with an initial estimate to repair the damage done to the engine which was a result of the massive loss of coolant and engine overheating. The estimate included replacing the cylinder head but we advised that it could be the engine block as well. We explained to her that until you get inside the engine you really can’t tell the extent of what the required repair would be and so this was an estimate only. The original estimate provided was for $5,800 which included parts, labor. As a goodwill gesture, at that time, we did offer a revised estimate of $2,800 (cost of parts and labor) if she would like to proceed. Again; this was an estimate until you actually got inside the engine to see how much damage was done due to the loss of coolant and overheating. In the past 6 months [redacted] has requested free repairs to the engine on her car and a warranty at no expense to her. Since that time we have no idea where the car has been or what has been done to her car. This situation is quite concerning as it has created a hostile relationship between Ms. [redacted] and our dealership to the extent that she is now demanding that we install/pay for a new engine and a provide a warranty for the price of $2,800. As a onetime goodwill gesture on our part we are offering Ms. [redacted] $2,800 to resolve this issue with our facility. She can then take her vehicle to the repair facility of her choice and get the repairs done. Please let me know if this offer is acceptable to Ms. [redacted]General ManagerAudi North Scottsdale

Review: In February 2013, I took my 2007 Audi in for service and repair at the North Scottsdale Dealership. [redacted] assisted me in future services and repairs for my vehicle. There were several repairs done exceeding $1000 which included a hose replacement for a coolant leak. After bringing the vehicle back for a continuation of the original problem, I was informed that I needed to replace at least one, if not all 4 spark plugs and coils. After several conversations between myself and [redacted], it was decided I would contact him the following business day to either accept or deny the recommended repair. That next business day I received a voicemail stating the spark plug had been replaced and my vehicle was ready to be picked up and the invoice was to be paid upon pickup. I went into the dealership and spoke with [redacted] who stated he himself decided to authorize the repair without my verbal or written agreement and I was to pay the balance regardless. He also stated the repair could not be undone, as I attempted to request. [redacted] told me if I made the choice to not pay the balance he would note my account and it would directly affect my business with Audi going forward. After taking my vehicle to another shop, I was informed the part replaced by Audi was manufactured by a vendor other than what Audi themselves recommend, and that it is never good to replace just one spark plug. Therefore, the work was done at another shop to replace all 4 spark plugs and coils, and that part provided by Audi was thrown in the trash.

In addition, I stated above that a hose was replaced to correct a coolant leak. I found out recently that not only has the coolant leak not been corrected, but when a repair is done for leaks the shop should be cleaning off the engine or areas there is spillage on in order to determine if the leak is still present, and that was not done either. This is just additional information to support my concern towards the lack of professionalism and respect Audi has for their customers and opinion that this dealership is only interested in ripping people off at any expense and without authorization.

Business

Response:

To whom it may concern,

Upon receipt of the Revdex.com complaint, the General Manager [redacted], and the Service Manager [redacted] reached out to [redacted] regarding her visit with us. During the conversation we found that she was not charged for any of the repairs during her second visit. We also agreed that the car did in fact receive the proper factory supplied parts. The confusion came due to the labeling on the parts used from the manufacturer. After speaking with [redacted] for a short while, we found that the repairs we had done were proper, and that there were no more issues stemming from any repairs we did. However, she mentioned that her car needed additional work for separate concerns not related to her visits with us. Our General Manager personally delivered a car to her place of work, and left [redacted] a vehicle to drive in exchange. Audi North Scottsdale repaired her additional concerns at no charge to her, as a thank you, for giving us the opportunity to correct the previous situation she had. [redacted] was pleased with the resolution, and has sent a signed letter to the Revdex.com to have the complaint retracted.

Statement from the customer: Audi North Scottsdale has directly contacted me and personally met with me in order to resolve the above complaint. I would like to dismiss\retract the complaint as it has been resolved in a manner that I am more than satisfied with and plan to continue to do business with the dealership going forward. Thank you for your assistance in this manner.

Review: I purchased a Ford F150 from [redacted] at Audit in North Scottsdale. Before I purchased it, I asked him several times if their was anything wrong with it. He assured me there was nothing wrong with the vehicle and it was mechanically sound. I requested the Audi service inspection check list several times from him and he assured me he would get me a copy of the report. I have documentation requesting the report which I have not yet received. I feel he intentionally withheld the report from me. I took the vehicle to an independent service center and they advised me that the truck needs $2100 worth of work to include, new rotors and brakes, transmission seal, flush, and filter, radiator hoses and flush, differential fluid in the transfer case, engine cleaning, and oil change. Not to mention the motor for the rear sliding window is not working either. I am very disappointed with the deceptive sales practice as not only did the dealership not disclose all the issues of the truck to me before I purchased it but the inspection records was intentionally withheld from me by the salesperson [redacted]. My numerous requests to resolve the issue with them has failed because they never respond.Desired Settlement: I request the dealership pay for the repairs to my vehicle. The sale was completed under false information provided by the salesman who directly represents the dealership.

Business

Response:

Good morning [redacted] Thank you for taking the time to

meet with [redacted] at your work place. Normally we ask that you bring your vehicle back to our store where we inspect it and are able to make repairs if there were items we missed during our inspection. As promised, attached is the receipt you provided me

with the items we (Audi North Scottsdale) agreed to cover. As we discussed, the

“mechanical” repairs that were done by an outside shop are what we are covering. The rest are

“preventative” repairs. What we are covering at this time are items that we

would not usually have replaced on a safety inspection. If we would have done these

repairs ahead of time, the truck would have cost $2,100 more when it was sold.

The condition we sold the vehicle to you in was road worthy, and safe. As indicated in the paper work it was also sold "as is". However

we understand your position, which is why we are extending you this "good will" offer. In

the end, your happiness and experience of buying a vehicle with us is what we

are ultimately looking to enhance for you. We want you to be a fan of the Audi North Scottsdale family.If you are still in agreement,

please confirm with a reply, and I will get a check cut for you. Thank you again for the

opportunity to make this right for you. Kind regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,